If
Sophos Anti-Virus has not cleaned a threat from your
computer, it may be because of the following.
Automatic cleanup is disabled
If
Sophos Anti-Virus has not attempted cleanup, check that
automatic cleanup has been enabled. For information on enabling
automatic cleanup, see the following topics:
Automatic cleanup of adware and PUAs is not available
for on-access scanning.
Cleanup failed
If
Sophos Anti-Virus could not clean a threat ("Cleanup
failed"), it may be that it cannot clean that type of threat, or
you have insufficient access rights.
Full computer scan is required
You may need to run a full computer scan to determine
all components of a multi-component threat, or to detect a threat
in files that were previously hidden, before
Sophos Anti-Virus can clean it from your computer.
-
To scan all disk drives, including boot sectors, on the
computer, run the Scan my
computer scan. For information, see
Run a full computer scan.
-
If the threat has still not been fully detected, it may be
because you have insufficient access rights, or some drives or
folders on the computer, containing the threat’s components, are
excluded from scanning. For information, see
Add, edit, or delete on-access scanning exclusions. Check the
list of the items excluded from scanning. If there are some items
on the list, remove them from the list and scan your computer
again.
Removable medium is
write-protected
If dealing with a removable medium (e.g. floppy disk,
CD), make sure that it is not write-protected.
NTFS volume is write-protected
If dealing with files on an NTFS volume (Windows XP or
later), make sure that it is not write-protected.
Virus/spyware fragment has been
reported
Sophos Anti-Virus does not clean a virus/spyware
fragment because it has not found an exact virus/spyware match.
Refer to
Virus/spyware fragment reported.